guest services London, England
Job description
Guest Relations Manager
We are looking for a FUN, PASSIONATE & EXTROVERTED Guest Relations Manager who wants to join our FANTASTIC FRONT OFFICE TEAM at a VIBRANT central London Hotel which has 312 bedrooms and 17 meeting rooms including the Shaw Theatre.
Responsibilities
- Ensure the smooth operation of the Front Office team as well as the hotel
- Be the main contact for guests in the hotel and be there to professionally and efficiently manage any complaints or queries which have been raised by guests
- Be the main driver of exemplary guest service and lead by example
- Engage with the staff to build meaningful relationships with guests
- You will act as a point of contact for all guests using the lobby area as a base
- Ensure that the team comply with company brand standards and audit controls
- Assist the Welcome Manager to monitor and coach the Front Office team’s performance and assist in their personal development
- Ensure that all fire drills, evacuations or security alerts are professionally managed in accordance with the health and safety procedures
- Ensure that the Hotel’s well presented at all times, with particular reference to the cleanliness, internal and external maintenance
- Ensure that the guests are completely satisfied at every stage of their stay, from check-in to check-out and you will need to liaise with all departments where necessary
- You will report to the Operations Manager and will be responsible for the management and training for your team of Guest Relations Executives
- Carry out Senior Duty Management shifts as per rota
Experience
- Knowledge of OPERA is desirable
- Previous experience in a similar role in a busy hotel environment is essential
Benefits
-Three complimentary Bonus Breaks - benefit from a free one or two day break in another Accor property in the UK each year
- 10% Annual Bonus
- Pension Scheme
- Employee benefit card offering discounted rates in Accor Hotels worldwide
- Free meals on duty
- Free access to hotel Gym
- Up to 33 days of annual leave per annum
Salary: £35,176 per annum + 10% Annual Bonus
The successful candidate must already have eligibility to work in the UK.
Job Types: Full-time, Permanent
Salary: £35,176.00 per year
Benefits:
- Additional leave
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Gym membership
- On-site gym
- Referral programme
- Sick pay
- Store discount
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
Work Location: In person
About Pullman Hotels
CEO: Sébastien Bazin
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Franchise
Website: www.pullmanhotels.com
